A true story about building a better bottom line

Solving a
client’s problems ­– such as reducing service costs and upping provider
performance ­ — depends on getting a handle on the client’s needs.

John Moberly, our new VP for Business Development, gets it. He understands that all clients want someone who’ll help solve their problems and make their lives easier. Plus, he’s a nice guy. That’s a client satisfaction attitude that has been a cornerstone of our growth for nearly 30 years.

John shared a recent client story that illustrates this. It’s about an international service provider in the transportation sector, a company that had a service-delivery concern in its U.S. market.

He learned that the company was getting
complaints from one of its key customers –­ a Top 10 state department of
transportation –­ about the company’s poor level of service from its provider
network. Over the course of an on-going
conversation with his client, John heard about the company’s needs…about how
its provider network did not have a true nationwide solution with the latest
communication technology or service quality standards.

That’s when John engineered a solution in
collaboration with his client. John’s
team put together a tactical program that harnessed web-based service
performance metrics that were regularly communicated and managed. In addition, John recommended higher provider
intake metrics along with the use of incentives to amp up customer response
rates.

The bottom-line result? John’s client reduced its service-delivery
costs 20-30% and upped customer feedback when it deployed the improvements he
recommended.

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Our insurance, trucking, and retail clients —
as well as our clients in other industries — rely on MKC Medical Management
for the same listening and creative problem-solving skills that John used with
the company in this story. Since our
founding nearly 30 years ago, we’ve learned that keeping clients satisfied
requires strong technical skills, solid analytical training and experience and
a practical understanding of the client’s business and industry.